Commercial Customer Engagement Manager

Business Unit: Unsecured lending Salary range: £54,400 – £68,000 per annum DOE benefits Location: Hybrid – with travel to a hub when required Contract type : Permanent Our Team We\’re not just a commercial team — we\’re a catalyst for change in the credit card industry. Bold in our thinking and disruptive by design, we thrive on innovation, challenge convention, and build propositions that lead the market. As part of Nationwide, we’re guided by a clear purpose: to serve our members and communities, not shareholders. That means every decision we make is rooted in doing what’s right — creating fairer, more inclusive financial products that deliver real value. If you’re driven by ideas, excited by transformation, and ready to create what’s next, you’ll feel right at home here. What you’ll be doing Shaping and delivering commercial strategies that deepen customer engagement. Use insights to identify opportunities and risks that impact customer experience and satisfaction. Lead contributions to forums such as trading, customer outcomes and business review. Leading targeted Balance Transfer and Money Transfer campaigns designed to meet customer needs and improve financial wellbeing. Deliver personalised, data-driven campaigns that optimise targeting and pricing to drive loyalty, and long-term customer relationships across key transactional moments. Partnering with Finance and Insight teams to ensure pricing and product economics are aligned with real customer behaviours relative to expectation. Develop transparent, sustainable pricing strategies that support customer retention and deliver mutual value. Working closely across functions inc. Risk, Finance, Digital, Marketing, Operations, and Insight teams to align campaign objectives and support delivery. Provide input into new product propositions to ensure effective customer engagement and commercial economics. Being an expert in understanding & interpreting complex data. Responsible for the leadership and development of a team of data analysts in the delivery of actionable insight and campaign design and delivery. Developing and implementing data-driven engagement strategies that provide timely, relevant value across the customer lifecycle—building trust, driving advocacy, and enabling segment-level next-best-action optimisation. Working closely with creative teams to ensure existing customer campaigns are clearly communicated and result in positive customer & commercial behaviours. Work closely with the customer journey team to look for opportunities to deliver cohesive experiences across strategies aligned to product lifecycle management. Supporting & deputising for senior commercial lead in key initiatives, driving strategy from conception to execution and ensuring measurable business outcomes. Staying ahead of industry trends, identifying opportunities to challenge norms, introduce breakthrough innovations, and set new standards in the credit card market. Contributing towards product compliance with Consumer Duty, embedding fair value assessments and continuous customer outcome monitoring into the proposition lifecycle. We need you to have Proven experience in credit card product and commercial strategy, with a strong track record of designing and enhancing existing customer strategies that improve engagement, deliver fair outcomes, and drive business performance. A commercially minded individual with very strong analytical and campaign management skills. Management experience in leading high performing teams. A proactive, curious mindset with a focus on business performance, customer value and outcomes. Experience supporting cross-functional initiatives, working across finance, marketing, operations and commercial teams to implement product strategies. It’s a bonus if you have but not essential A strong understanding of P&L and Financial Metrics: Awareness of profit and loss principles, cost management, and revenue drivers to support commercial decisions. Executive-Level Influence: Proven ability to engage, influence, and collaborate with senior leadership to drive strategic initiatives and business growth. Red Hot Rewards Generous holidays – 38.5 days annual leave (including bank holidays and prorated if part-time) plus the option to buy more. Up to five extra paid well-being days per year . 20 weeks paid, gender-neutral family leave (52 weeks in total) for expectant parents and those looking to adopt. Market-leading pension. Free private medical cover, income protection and life assurance. Flexible benefits include Cycle to Work, wellness and health assessments, and critical illness. And there\’s no waiting around, you\’ll enjoy these benefits from day one. If we’re lucky to receive a lot of interest, we may close the advert early. Please ensure to submit your applications as soon as possible. Say hello to Virgin Money Virgin Money is so much more than just a bank. As part of the Nationwide group, together we\’re the UK\’s first full-service mutual bank serving millions of retail and business customers and all driven by our purpose ; Banking but fairer, more rewarding and for the good of society. With us, you’ll be part of an organisation uniquely positioned to make a difference to the lives of customers, communities and broader society and embark on a collaborative, customer obsessed, and fun-filled career journey. Embrace the weekdays, enjoy fantastic perks, and make a meaningful positive difference. Time to discover what it means to be part of the first mutual full-service banking provider. Be yourself at Virgin Money At Virgin Money, we celebrate everyone. We have fun, think big, and relentlessly include each other, all in pursuit of our purpose: Banking – but fairer, more rewarding, and for the good of society. We’re committed to creating an inclusive culture where colleagues feel safe and inspired to contribute, speak up and be heard. As a Disability Confident Leader, we\’re committed to removing any obstacles to inclusion. If you need any reasonable adjustments or support making your application, contact our Talent Acquisition team careers@virginmoney.com Please note: If we receive a high volume of eligible applications, we may need to prioritise candidates whose skills and experience most closely align with the role, while still ensuring fair and equitable consideration for all applicants. Now the legal bit Although some of our roles allow you to be based anywhere in the UK, we\’ll need you to confirm you have the right to work in the UK. If you\’re successful in securing a role with us, there are some checks you need to complete before starting. These include credit and criminal record checks and three years\’ worth of satisfactory references. If the role is part of the Senior Manager Regime and Certification Regime, it requires enhanced pre-employment checks – we\’ll ask for six years of regulatory references, and once in the role, you\’ll be subject to periodic employment checks.